rescue new features feb 2010

8/8/2019 Rescue New Features Feb 2010

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LogMeIn RescueNew Features Guide


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Copyright 2010 http://www.LogMeIn.com 2

Table of ContentsUnattended Access ................................................................................................................................................3

What is Unattended Access?................................................................................................................................. 3How Does Unattended Access Work?.................................................................................................................... 3

How Does a Technician Manage Unattended Computers?................................................................................ 6How Does a Customer Manage Unattended Access? ........................................................................................ 7

Managing Unattended Access in the Administration Center ................................................................................. 8How to Enable the Unattended Access Feature for a Technician Group ............................................................ 8How to Set the Authentication Method for Unattended Access......................................................................... 8How to Assign, Group, and Delete Unattended Computers............................................................................... 9

iPhone Configuration via Instant Chat .................................................................................................................. 10How to Connect to an iPhone or iPod touch......................................................................................................... 11How to Push Configuration Settings to an iPhone or iPod touch... ....................................................................... 12

Dark and Light Color Schemes for the Technician Console...............................................................................13Administrative Enhancements...............................................................................................................................14

Save Changes to Subgroups................................................................................................................................ 14

Disable Wallpaper for all Remote Control Sessions.............................................................................................. 14Report Enhancements ......................................................................................................................................... 14New Screen Recording Options ........................................................................................................................... 14Custom Terms and Conditions............................................................................................................................. 15New Permission: Hold Sessions........................................................................................................................... 15Context-sensitive Help........................................................................................................................................ 16Account Security Enhancement.......................................................................................................................... 16

Integration Enhancement .....................................................................................................................................17Export Session Data at Session Start.................................................................................................................... 17

Rescue+Mobile Enhancements ............................................................................................................................ 18Session Initiation via Email ................................................................................................................................ 18BlackBerry Enhancements.................................................................................................................................. 18Auto-start Applet via SMS.................................................................................................................................. 18

Other Instant Chat Enhancements ........................................................................................................................ 19New Supported Platforms................................................................................................................................... 19Custom Localization for Self-Hosted Instant Chat................................................................................................ 20Add Inline HTML to Language Nodes.................................................................................................................. 20Customize Self-Hosted Instant Chat Using JavaScript........................................................................................... 21


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Unattended AccessWhat is Unattended Access?Unattended access allows a technician to connect to a remote computer when no user ispresent.

Technicians are often unable to resolve an issue during a single Rescue session; the job may betoo big, or the customer may need his computer. The technician and customer could

theoretically arrange a time for a second session, but it is more practical for the technician tocontinue work later at a time more convenient for all even when the customer is not present.

How Does Unattended Access Work?1 The technician requests access.

a During an active session, the technician clicks the Unattended Access tab.

Important: Unattended access requests cannot be sent during the following sessiontypes: Instant Chat in Chat-only mode, Rescue+Mobile, Mac.


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b Depending on the authentication settings made in the Administration Center, thetechnician may be given the choice between the following options:

i Require valid administrator credentials at the start of every unattended session.ii Use credentials entered by the customer during unattended setup

c The technician sets the duration of unattended access as specific or indefinite. Whensetting a specific duration, the technician can set the number of days or a specific daterange, including a specific daily time range.

Important: The duration of unattended access is limited to two weeks when techniciansauthenticate using customer credentials.

d The technician clicks Request Unattended Access to submit the request to the customer.2 The customer approves the request.

When the technician is required to enter

valid Administrator credentials at the start ofevery unattended session, the customer

simply clicks OK to approve the request.

When the technician is allowed to use

customer credentials, the customer isprompted to enter his Windows user name

and password.

The customer sees this message.

Tip: Remind the customer that the PC must be powered on and not in sleep mode for thetechnician to be able to launch an unattended session.

The session can be ended.


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3 Later, the technician starts an unattended session.a During the specified time (or at any time if the permission is indefinite), the technician

clicks the Unattended Access icon and selects a computer from the list of accessibleunattended computers.

Remember: The customers PC must be powered on and not in sleep mode for thetechnician to be able to launch an unattended session.

b The technician either logs in automatically using customer credentials or authenticatesto the unattended computer using Administrator credentials, as discussed above.

c Each unattended session begins like any other Rescue session: All tabs are available (according to Technician Group permissions) Remote Control is available, but not active; the technician must click Launch RemoteControl Session to control the remote desktopImportant: The desktop being controlled remains active during remote control. Anyonepresent at the customer computer will be able to interact with the computer.

d At session end, the computer returns to its pre-session status (that is, if it was locked, itwill lock).


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How Does a Technician Manage Unattended Computers? To view a list of accessible computers, a technician

clicks the Unattended Access icon on the Sessiontoolbar

Type in the Filter box to locate a computer by name. Use the Show box to filter computers by status.

Delete is inactive when other technicians can access the selectedcomputer.


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How Does a Customer Manage Unattended Access?The customer can click the Rescue icon in the

system tray to revoke unattended access

or to view a history of unattended sessions.


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Managing Unattended Access in the Administration CenterAdministrators use the Administration Center to enable the unattended access feature and to set

how technicians will authenticate when accessing an unattended computer.

How to Enable the Unattended Access Feature for a Technician Group4 On the Organization Tree, select the Technician Group you want to work with.5 Select the Organization tab.6 Under Permissions, select Unattended access.7 Save your changes.

How to Set the Authentication Method for Unattended AccessYou must decide how technicians will authenticate when accessing an unattended computer.

Option 1. Allow the technician to use credentials entered by the customer duringunattended setup.

Option 2. Force the technician to enter valid administrator credentials at the start ofevery unattended session.

Where is the setting made?1 On the Organization Tree, select the Technician Group you want to work with.2 Select the Settings tab.3 Under Unattended Access, set the Technician enters administrator credentials at start ofevery session option:

a Clear Technician enters administrator credentials at start of every session to allowtechnicians to authenticate to an unattended computer using a customers credentials.This is the default setting.Important: The duration of unattended access is limited to two weeks when techniciansauthenticate using customer credentials.

b Select Technician enters administrator credentials at start of every session to force thetechnician to enter valid administrator credentials at the start of every unattendedsession.

4 Save your changes.


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How to Assign, Group, and Delete Unattended ComputersRescue Administrators use the Administration Center to manage computers on which

unattended access has been enabled.

A computer is added to your Rescue organization each timea customer grants unattended access rights to a technician.

Note: Each computer is named according to the value entered in the Name field for thesession during which unattended access was enabled.

Unattended computers can be grouped.Right-click on a Technician Group and selectCreate Computer Group.Drag computers to the group or use theComputers tab to make assignments.

Use the Computers tab to manage the unattended computers that are accessible to anorganizational unit. For example, select the Technicians root on the Organization Tree andthen the Computers tab to list all unattended computers in your organization.

Use Copy... to assign the selected computers to an additional Technician Group or ComputerGroup while maintaining any current assignments.

Use Move... to assign the selected computers to a different Technician Group or ComputerGroup.

Newly added computers are highlighted with a star.Tip: Use drag-and-drop to assign individual

computers to Technician Groups, Computer

Groups, or technicians.

Tip: Right-click an item to delete an individual assignment.


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iPhone Configuration via Instant ChatRescue+Mobile technicians can push an XML file containing email configuration settings to an

iPhone or iPod touch (OS 2.0+) during an Instant Chat session in Chat-only mode.

Currently the following settings can be pushed: Email (Account setup) Exchange ActiveSync(Account setup)

Standard Instant Chat Sample customized self-hosted Instant Chat

Tip: For more about Instant Chat, see the Instant Chat Feature Guide.
https://secure.logmeinrescue.com/HelpDesk/Support.aspx?page=documentshttps://secure.logmeinrescue.com/HelpDesk/Support.aspx?page=documents


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How to Connect to an iPhone or iPod touchRemember: You must have a valid Rescue+Mobile subscription to use this feature.1 On the Session toolbar, click New Session. The Create New Session window is displayed.2

Type the customer's name or other identifier in the Name field.3 Choose a connection option:

Use the Email tab to send an email to an iPhone or iPod touch using your own emailclient or the Rescue server

Use the SMS tab to connect to an iPhone via SMS text message Use the PIN Code tab to generate a 6-digit PIN code that the iPhone or iPod touch user

enters at www.LogMeIn123.com, http://oty.com, or http://rescuemobile.com

4 Depending on the chosen connection method, the customer clicks the SMS or email link, orenters the PIN code. Rescue automatically detects the iPhone platform and launches Instant

Chat. Customer status changes from Connecting to Waiting.

5 To pick up the session, select it in the Session list and click Start. Status changes to Active.6 You can now use the Technician Console to chat with the customer and to push

configuration settings.
http://www.logmein123.com/http://oty.com/http://rescuemobile.com/http://rescuemobile.com/http://oty.com/http://www.logmein123.com/


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How to Push Configuration Settings to an iPhone or iPod touch1 Connect to the customers iPhone via email, SMS, or PIN code.

Device Configuration will be the only tab available in the Technician Console.

2 On the Device Configuration tab, select either the Email or Exchange ActiveSync tab.3 Edit the settings as required. Red fields are mandatory.Tip: Enter a valid email address and click Retrieve domain-specific settings to pull settings

from the Wireless Distribution System (WDS), if available.Note: For detailed documentation on iPhone settings, consult Apple documentation, such asthe iPhone OS Enterprise Deployment Guide.

4 Click Push Settings. The customer receives a message stating that you would like toconfigure settings on his device.

5 Ask the customer to tap the Allow Configuration link in Instant Chat. The customer isprompted to install a Profile.

6 Ask the customer to tap Install when prompted to installthe profile.

The session will enter Reconnecting status in theTechnician Console until the installation is complete and

Safari (with Instant Chat) is active.

Tip: Set up a predefined reply to help coach yourcustomer through the Profile installation process.

For example:

Be prepared to tapInstall Now when shown the messageThe authenticity of [the settings file] cannot be verified.You will also need to enter a description for your email

account and confirm your email password.

The session ends when the customer exits Instant Chat (that is, when Instant Chat is no longer

running in Safari), when the customer refreshes the browser window, or when the technician

ends the session in the Technician Console.

Tip: To remove a profile, instruct your customer to go toSettings > General > Profiles and tap Remove for theappropriate profile.
http://manuals.info.apple.com/en_US/Enterprise_Deployment_Guide.pdfhttp://manuals.info.apple.com/en_US/Enterprise_Deployment_Guide.pdf


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Dark and Light Color Schemes for theTechnician ConsoleGo to Options > Color Scheme to choose between the default dark color scheme and the lightoption.

All functionality is the same for both color schemes.


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Administrative EnhancementsSave Changes to SubgroupsOn the Admin Center Settingstab, click Save changes tosubgroups to apply settings tothe selected branch and all of its

subgroups.

Disable Wallpaper for all Remote Control SessionsBy default, technicians have the ability to disable customer wallpaper and visual effects during

remote control using a checkbox on the Customer Desktop tab in the Technician Console. With

this release, Administrators can force wallpaper to be disabled for all sessions by opening theAdministration Center and selecting Settings > Technician Console > Disable wallpaper andvisual effects.

Report EnhancementsFailed Session report: A Failed session is any session successfully submitted by the customer,but which never proceeds from Connecting to Waiting status. A session enters Connecting status

when the customer begins downloading the Applet.

Idle Time: The Login report will have a new column called Idle Time. Idle Time is defined as thetime when a technician is logged in to the Technician Console but has no sessions. Idle Timeends as soon as any session enters any status in the Technician Console.

New Screen Recording OptionsRescue now supports AVI formats Microsoft RLE (MRLE) and Microsoft Video 1 (MSVC), as well asthe LogMeIn proprietary LogMeIn Video Encoder (RASC).

Each AVI option offers similar file size, with some variations in color and smoothness.Experiment to find the best choice to meet your needs. The LogMeIn encoder (RASC) is designed

to offer the highest overall quality, but requires the LogMeIn codec for playback. Anyone viewing

your recordings must have the appropriate codec for the chosen AVI type.

Where is this feature? Select a Technician Group in the Administration Center and go to Settings> Screen Recording.


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Custom Terms and ConditionsShow customers a customized Terms and Conditions after they have downloaded the Applet, but

before the technician can begin to provide service (while the session is in Connecting status).

In the Administration Center, go to Settings > Customer Applet > Terms and Conditions toimplement this feature.

There is no character limit to the Terms and Conditions field

Plain text only; no formatting Select Force scrolling to bottom to force customers to scroll through the entire Terms and

Conditions before the Accept button on the Applet will be activatedHow does it work? A session remains in Connecting status while the customer is reading theTerms and Conditions. Once the customer accepts the Terms and Conditions, the Applet chatwindow will appear and the connection to the technician will be made. The session appears as

Waiting in the technician's queue. If the customer declines the Terms and Conditions, the Applet

closes and is deleted immediately.Tip: To give customers enough time to read the Terms and Conditions, increase the time

allowed before a connecting session will time out (Settings > Time-outs > Connectingsessions will time out...).

New Permission: Hold SessionsControl whether members of a Technician Group can place sessions on hold.

1 On the Organization Tree, select the Technician Group you want to work with.2 Select the Organization tab.3 Under Permissions,

select Hold sessions.4 Save your changes.


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Context-sensitive HelpIn the Administration

Center, hold your mouseover any question mark

to view informationdirectly from the User

Guide.

Account Security EnhancementLog in to your LogMeIn Rescue account and go to My Account > Notifications to set Rescue tonotify you by email when selected events occur. Successful login attempt Unsuccessful login attempt Contact information modified Billing information modified Password changed New administrator added Administrator information changed New technician added Technician information change


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Integration EnhancementExport Session Data at Session StartFacilitate CRM integration by posting session data to a URL at the beginning of a session (whenthe session enters Active status).

In the Administration Center, select a Technician Group and go to Settings > Exporting sessiondata.

The structure of the data is the same as with the end-of-session post, though some values

remain empty during the start-of-session post. The target URL differs.

Empty values during the start-of-session post:


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Rescue+Mobile EnhancementsSession Initiation via EmailNow technicians can send an email tomobile customers containing a link

that the customer clicks to activate thesession.

Example:

Click the link below to download and run

LogMeIn Rescue+Mobile.

http://RescueMobile.com/123456

PIN code:123456

Best Regards,

Support Team

BlackBerry EnhancementsAdditional information types are available on the System Information tab in the Technician

Console during a session with a supported BlackBerry device:

Processes Applications Service BookAuto-start Applet via SMSSelect Auto-start Applet viaSMS to prevent theRescue+Mobile Applet from

being downloaded if it has

already been installed on a

customer's Windows Mobiledevice.

Administration Center > Settings > Mobile AppletAn SMS listener will detect the incoming PIN Code and prompt the customer to accept the SMS

and launch the Applet.
http://rescuemobile.com/123456http://rescuemobile.com/123456


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Other Instant Chat EnhancementsIn addition to iPhone Configuration, we have made a number of improvements to the Instant

Chat feature.

New Supported PlatformsWe have optimized Instant Chat (in Chat-only mode) for new platforms, including iPhone OS andPalm webOStm on Palm Pretm. For details, see "Supported Platforms in the Instant Chat

Feature Guide.

Sample iPhone Instant Chat Sample Palm Pretm Instant Chat
https://secure.logmeinrescue.com/Common/Pdfs/Rescue_FeatureGuide_InstantChat.pdfhttps://secure.logmeinrescue.com/Common/Pdfs/Rescue_FeatureGuide_InstantChat.pdfhttps://secure.logmeinrescue.com/Common/Pdfs/Rescue_FeatureGuide_InstantChat.pdfhttps://secure.logmeinrescue.com/Common/Pdfs/Rescue_FeatureGuide_InstantChat.pdf


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Custom Localization for Self-Hosted Instant ChatWe have added tools to help you furthercustomize the user interface of self-hosted

Instant Chat. By default, LogMeIn provides

the Instant Chat client in 23 languages.

You can now add additional languages,remove languages, or otherwise customize

the text and messages used during InstantChat.

See "How to Customize Instant Chat

Language Files in the Instant Chat Feature

Guide.

Add Inline HTML toLanguage NodesYou can add HTML to any Instant Chat

language node. For example, you canformat text, insert an image, insert a Flash

object, or more.


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Customize Self-Hosted Instant Chat Using JavaScriptEnhance your Instant Chat implementation by adding JavaScript tricks for self-hosted Instant

Chat. For example, collect data from the Instant Chat engine, create new custom user interfaceelements, or animate the Instant Chat user interface.

For details, see "How to Customize Self-Hosted Instant Chat Using JavaScript in the Instant Chat

Feature Guide.

rescue new features feb 2010

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